Mortgage Servicing Correspondence Specialist

RoundPoint Mortgage Servicing LLC; Coppell (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Customer Resolution Response Specialist to handle written customer complaints and information requests under the direction of the Customer Resolution Response Manager.

The incumbents will communicate the resolution to the customer in an appropriate resolution letter drafted in accordance with RPMS customer communications principles and completed within the period provided by the CFPB Mortgage Servicing Rules, other applicable laws, and RPMS SLAs.

Qualifications

• Bachelors degree required.
• Two or more years of mortgage servicing related experience and/or customer service experience.
• Proficient with Microsoft Office Suite, SharePoint, MSP.
• Strong research and writing skills.
• Must be available on some weekends as required.

Responsibilities

• Manage a pipeline consisting of written customer complaints and requests for information and/or assistance.
• Research and analyze issues raised by the customer.
• Satisfy customer needs with efficiency, expediency, and thoroughness.
• Act as an internal advocate for service excellence and continuous improvement.
• Ensure all correspondence is logged and tracked via defined processes.
• Draft response letters in accordance with timelines set by CFPB Mortgage Servicing Rules, other applicable law, and RPMS SLAs.
• Conduct root cause analysis for customer complaints and inquiries.
• Work with cross-department co-workers to ensure that all service delivery objectives are met.
• Contribute to continuous improvement projects to improve efficiency and lower costs.
• Other work-related duties, as assigned.
• Responsible for meeting RoundPoints commitment to compliance.

Education

Bachelors degree

Tools

Microsoft Office Suite

SharePoint

MSP

Job description

RoundPoint Mortgage Servicing LLC is seeking a Customer Resolution Response Specialist to handle written customer complaints and information requests under the direction of the Customer Resolution Response Manager.

The incumbents will communicate the resolution to the customer in an appropriate resolution letter drafted in accordance with RPMS customer communications principles and completed within the period provided by the CFPB Mortgage Servicing Rules, other applicable laws, and RPMS SLAs.